This document is an electronic record in terms of the Information Technology Act, 2000 and the rules made thereunder, as amended from time to time. It is generated by a computer system and does not require any physical or digital signature. It is published in accordance with Rule 3(1) of the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, which requires an intermediary to publish the rules and regulations, privacy policy and user agreement governing access to and use of its computer resource.
These Terms of Use and End-User Licence Agreement (the "Terms") constitute a legally binding agreement between:
(a) the Operator (as defined in Clause 1.1) of the Designated Territory in which you are ordinarily resident, which, in respect of India, is High Way Fresh, a sole proprietorship concern having its principal place of business at [full registered address], Sonapur, Assam, India ("HWF"); and
(b) you, being any person who accesses or uses the Platform (the "User", "you" or "your").
The Frilok software, applications, trademarks and associated infrastructure are owned by HWF, which licenses them to each Operator.
BY REGISTERING AN ACCOUNT, OR BY ACCESSING OR USING THE PLATFORM, YOU ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTOOD THESE TERMS AND THE PRIVACY POLICY AND AGREE TO BE BOUND BY THEM. IF YOU DO NOT AGREE, YOU SHALL NOT ACCESS OR USE THE PLATFORM.
1.1 Definitions. In these Terms, unless the context otherwise requires:
"Account" means the account registered by a User on the Platform.
"Applicable Law" means all statutes, ordinances, rules, regulations, notifications, guidelines, orders, directions, judgments and decrees of any legislative, executive, regulatory or judicial authority having jurisdiction, as amended from time to time.
"App" means the Frilok mobile application and any web or other client through which the Platform is accessed.
"App Store" means Google Play, the Apple App Store or any other marketplace through which the App is distributed.
"Business User" means a Provider acting in the course of any trade, business or profession.
"Content" means any text, message, image, photograph, audio, video, listing, review, rating, location or other information or material uploaded, posted, transmitted, stored or otherwise made available on or through the Platform.
"Counter-offer" means an Offer made by a Customer in answer to an Offer, where the Shop Rules of the Business User concerned permit it.
"Credit" means an arrangement under which a Seller permits a Customer to receive goods or services before paying for them in full.
"Customer" means a User who publishes a Request, places an order, or accepts or seeks to accept an Offer, for goods, services or the carriage of persons or goods.
"Designated Territory" means a country or territory in which the Platform is offered, as specified in Clause 22.2.
"Frilok Parties" means the Operator, HWF (whether or not HWF is the Operator in the relevant Designated Territory), any other operator of the Platform, each of their respective proprietors, partners, shareholders, directors, officers, employees, agents and representatives, and their respective licensors and service providers.
"Grievance Officer" means the officer designated under Clause 25 and the applicable Schedule.
"HWF" has the meaning given in the Preamble and includes its successors and permitted assigns.
"IT Rules" means the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
"Listing" means any store, catalogue, product, service, Request or other offering published on the Platform.
"Location Data" means data relating to the geographical position of a User's device.
"Location Group" means a temporary group created on the Platform in which the members share their Location Data with one another, for example in order to meet or to coordinate an activity, whether or not any of them is moving.
"Offer" means a proposal of price and other terms made by a Business User in answer to a Request, and includes a Counter-offer.
"Operator" means, in respect of each Designated Territory, the person designated as operator of the Platform in the Schedule applicable to that Designated Territory.
"Order Record" means the record of a Transaction kept on the Platform under Clause 11.6, comprising its agreed terms, the steps marked by each party and the payments recorded by either of them.
"Platform" means the App, the Frilok websites and application programming interfaces, and the messaging, calling, mapping, routing, location-sharing, marketplace and related services provided by the Operator.
"Privacy Policy" means the Frilok Privacy Policy, as amended from time to time.
"Provider" means a User who offers goods or services through the Platform, including the sale of goods, the supply of food or farm produce, the carriage of persons or goods and delivery, whether in the course of business or otherwise.
"Request" means a request published by a User on the Platform for goods, services or the carriage of persons or goods, which is shown only to Business Users of the category, and within the distance of the stated point, that the publishing User selects.
"Schedule" means a schedule to these Terms applicable to a Designated Territory.
"Seller" means a Provider who offers goods or services from a store on the Platform.
"Shop Rules" means the terms of sale selected by a Seller for its store under Clause 9.8, including whether its prices are open to Counter-offers, whether it accepts part payment and whether it allows Credit.
"Store Page" means the public page of a Seller's store on the Platform, including its name, photographs, descriptions, Listings, prices, promotions, opening hours, contact particulars, licence and tax registration numbers and terms of sale.
"Transaction" means any sale, purchase, service, carriage, delivery or other arrangement entered into between Users through, or as a result of their use of, the Platform.
"User" means any person who accesses or uses the Platform, whether or not registered, and includes every Customer and every Provider.
"Username" means the unique identifier allotted to
an Account, in the form username@frilok.com.
1.2 Interpretation. In these Terms:
(a) clause headings are for convenience only and shall not affect interpretation;
(b) words importing the singular include the plural and vice versa;
(c) the words "include" and "including" are to be construed without limitation;
(d) a reference to a statute or statutory provision includes any amendment, modification or re-enactment of it and any subordinate legislation made under it;
(e) a reference to a Clause or Schedule is a reference to a clause of, or schedule to, these Terms;
(f) in the event of any conflict between the body of these Terms and a Schedule, the Schedule shall prevail in respect of the Designated Territory to which it applies; and
(g) "days" means calendar days.
1.3 Terms used in the App. The App uses plain words that apply to every category of Transaction. In the App, and for the purposes of these Terms: a "provider" is a Provider; a "customer" is a Customer; a "shop" is a Seller's store; a "request" is a Request; an "offer" is an Offer; and an "order" is a Transaction, whether for goods, food, farm produce, a service or the carriage of persons or goods.
2.1 These Terms take effect on the earlier of the date on which you first access the Platform and the date on which you register an Account.
2.2 You represent and warrant that you:
(a) are at least eighteen (18) years of age;
(b) are competent to contract under the Indian Contract Act, 1872 or other Applicable Law;
(c) are ordinarily resident in a Designated Territory; and
(d) are not prohibited from using the Platform under Applicable Law or by reason of a previous suspension or termination under Clause 15.
2.3 Where you use the Platform on behalf of a company, firm or other entity, you represent and warrant that you are duly authorised to bind that entity to these Terms, and references to "you" include that entity.
2.4 The Platform is not directed to, and shall not be used by, persons under eighteen (18) years of age.
3.1 Technology platform. The Platform is a technology platform for local commerce and communication across all categories of goods and services. It enables Users to discover one another, publish Listings and Requests, communicate, share Location Data on a mutual basis and enter into Transactions directly with one another. In respect of Content provided by Users, the Operator is an "intermediary" within the meaning of Section 2(1)(w) of the Information Technology Act, 2000. In particular, the Platform provides Sellers and Providers with software with which to set up and run their own store or service: to publish a Store Page and Listings, receive Requests and orders, agree prices, arrange handover, and keep records of orders and payments. A Seller registers and runs its store on its own account and at its own discretion. The Operator does not approve, select, manage, rank or promote any Seller, does not direct any Customer to any Seller, and does not operate, own or control any store.
3.2 Not a party to Transactions. Each Transaction is concluded solely between the Users concerned. The Frilok Parties are not parties to any Transaction and do not:
(a) sell, purchase, supply or take title to any goods, or supply any service offered by a User;
(b) provide transport, own, operate or control any vehicle, or carry any person or goods;
(c) employ, engage or act as agent of any Provider, each of whom acts independently and on its own account;
(d) set, suggest, compute, negotiate or guarantee any price or charge, or guarantee the quality, safety, legality, timeliness or delivery of any goods or services; or
(e) receive, hold or remit payments between Users or act as an escrow agent.
3.3 Requests. When publishing a Request, the User selects the category of Business User to which it is addressed and the distance from the stated point within which it may be seen. The Platform displays the Request only to Business Users of that category whose store or current position (determined in accordance with Clause 6.2) lies within that distance. The Operator does not assign, allocate, rank or direct any Request or order. Each Business User decides independently whether to respond to a Request, and the price and other terms are agreed between the parties in accordance with Clause 3.6.
3.4 No verification. Save where the Platform expressly indicates that a verification has been completed, and then only to the extent so indicated, the Frilok Parties do not verify the identity, qualifications, licences or conduct of any User, or the accuracy of any Listing or Content.
3.5 Intermediary conduct. The Operator does not initiate transmissions, select the receivers of transmissions, or select or modify the information contained in transmissions made by Users. The receivers of a request are selected by the User who publishes it, through the category and distance that User chooses, and the Platform applies that choice automatically. The Operator shall remove or disable access to information upon receiving actual knowledge by way of an order of a court of competent jurisdiction or a notification from the appropriate Government or its authorised agency, or as otherwise required by the IT Rules or other Applicable Law. The Operator may also act on reports made through the reporting mechanism described in Clause 25.
3.6 Offers and formation of contract.
(a) A Business User may answer a Request by making an Offer, stating its price and other terms.
(b) Where the Shop Rules of that Business User permit, the Customer may make a Counter-offer, and the Business User may accept it or answer it with a further Offer. Where the Shop Rules do not permit Counter-offers, the Customer may only accept or decline the Offer.
(c) An Offer or Counter-offer shall lapse if it is not accepted within the period stated in it by the person who made it or, where no period is stated, within fifteen (15) minutes of its being made, and may be withdrawn by the person who made it at any time before its acceptance. A lapsed or withdrawn Offer may be made again.
(d) A contract is concluded only between the Customer and the Business User, and only when one of them accepts, through the Platform, an Offer or Counter-offer made by the other, on the terms displayed to both of them at the time of acceptance. The Operator is not a party to that contract.
(e) The Operator does not set, suggest, compute, adjust or negotiate any price, does not choose which Business Users see a Request beyond the choices made by the User publishing it, and does not choose between Offers.
3.7 Order of display. In order that Users may understand how information is presented to them, the Platform displays: (a) stores and places by distance from the point selected by the User, filtered only by the category and search terms entered by the User; (b) Offers made in response to a Request in the order in which they are received; and (c) reviews in reverse chronological order. No User may pay to be displayed in a higher position in the displays described in (a) to (c), and the Operator does not rank Users according to any assessment of its own. The Operator may display promotions of stores paid for by their Sellers (for example, stores near a route being followed), provided that each such promotion is clearly labelled "Sponsored", is shown separately from the displays described in (a) to (c), and is selected only by place, route and category, and not by any profile of the User to whom it is shown.
4.1 You shall provide accurate, current and complete information when registering an Account and shall keep it updated.
4.2 You are responsible for maintaining the confidentiality of your credentials and for all activities carried out through your Account. You shall notify the Operator promptly upon becoming aware of any unauthorised use of your Account.
4.3 A Username shall:
(a) contain not fewer than eight (8) and not more than twenty-five (25) characters;
(b) begin with a lowercase letter and consist only of lowercase letters (a–z) and digits (0–9);
(c) not contain three (3) or more consecutive identical characters;
(d) not infringe the rights of any person, impersonate any person, or be offensive or misleading; and
(e) not consist solely of a word or name reserved by the Operator, including common words of any language, generic names of goods, services, trades, professions and places, names of public authorities and emergency services, and words suggesting an official or administrative role on the Platform. The Operator maintains the list of reserved words and applies it at registration; a Username that is found to contravene this Clause may be reclaimed under Clause 4.5 or Clause 15.
4.4 A Username is licensed to you for use on the Platform and confers no proprietary right. Registering or holding Usernames for the purpose of speculation, resale, lease or squatting is prohibited.
4.5 Where an Account has been inactive for a continuous period exceeding twelve (12) months, the Operator may reclaim its Username after giving not less than thirty (30) days' notice through the App or to the contact details registered with the Account.
4.6 Official channels. The Platform is made
available only through the App published by or on behalf of the Operator
in the App Stores and through the websites at frilok.com.
The Operator shall never ask any User to disclose a one-time password or
password, and shall never ask for or accept any payment in respect of a
Transaction. Any person who does so in the name of Frilok does not act
for the Operator, and the User should report such person to
grievance@frilok.com. The Frilok Parties shall not be
responsible for any dealing through any other application, website,
telephone number or person claiming to represent Frilok.
5.1 A Seller may create a store on the Platform in respect of a business establishment, including by claiming a public place record. By doing so, the Seller represents and warrants that it is the lawful owner, manager or authorised representative of that establishment.
5.2 The Operator may require identity, business or licence documents before or after a store is published, and may display a verification status only to the extent that such verification has been completed.
5.2A Verification status. A verification status indicates only that the documents specified in the App were furnished and appeared to be in order when examined; it is not an endorsement, certification or guarantee of any User, its goods, services or conduct. The Operator may, at its discretion and with or without prior notice, withhold, place on hold, suspend or revoke any verification status, in whole or in part, where:
(a) a complaint or report is received concerning the User, its documents, its store or any Transaction;
(b) any document appears to be false, forged, altered, expired, revoked or inconsistent with other information available to the Operator;
(c) the User fails to furnish, within the time specified, any document or information requested for verification or re-verification; or
(d) the Operator is required to do so by Applicable Law or by a competent authority.
A status placed on hold shall remain so until the Operator has completed its review. Clause 15.4 applies to any request for review of a revocation.
5.2B False or forged documents. A User who furnishes any document or information that is false, forged, fabricated or altered, or that belongs to another person, in connection with registration, verification or the use of the Platform, commits a material breach of these Terms. In such event, and without prejudice to any other right or remedy, the Operator may:
(a) terminate every Account held by or on behalf of that User and permanently refuse any further registration by that User or any person acting on its behalf;
(b) remove any store, Listing or Content associated with that User;
(c) preserve all records relating to that User in accordance with Clause 14.4; and
(d) report the matter, and furnish such records, to the competent law-enforcement and other authorities, including under the Bharatiya Nyaya Sanhita, 2023 and the Information Technology Act, 2000.
5.3 Falsely claiming a business, impersonating any person or misrepresenting an affiliation constitutes a material breach of these Terms, upon which the Operator may remove the claim, suspend or terminate the Account under Clause 15 and report the matter to the competent authorities.
5.4 Name disputes. The Operator does not adjudicate ownership of any trademark, trade name or business name. Upon receipt of a complaint supported by documents concerning a Username, store name or place claim:
(a) the Operator shall notify the Account holder and afford it a reasonable opportunity, ordinarily fourteen (14) days, to respond;
(b) the Operator may temporarily suspend the use of the disputed name pending resolution;
(c) the Operator shall transfer or remove the disputed name only (i) pursuant to an order or decision of a court or competent authority, (ii) with the consent of the Account holder, or (iii) where the Account holder fails to respond or demonstrates no legitimate right and the complainant's right is evident from the documents provided; and
(d) nothing in this Clause shall prevent either party from approaching a court of competent jurisdiction at any time.
5.5 Notices of infringement. Notices alleging
infringement of intellectual property shall be sent to
legal@frilok.com and shall identify the right claimed,
include evidence of ownership, identify the allegedly infringing
Content, and contain the complainant's contact details and a statement
that the information provided is accurate and made in good faith. Only
the owner of the right, or a person authorised by the owner, may give
such notice.
5.6 Action on notices. Upon receipt of a notice complying with Clause 5.5, the Operator may remove or disable access to the Content complained of, shall inform the User who published it of the notice and of the action taken, and shall consider any reply received from that User, in accordance with the IT Rules, the Copyright Act, 1957 and the rules made thereunder, and other Applicable Law. The Operator may terminate the Account of a User who repeatedly infringes the rights of others. The Operator does not, and is not able to, verify that a Seller has the right to sell, or to use the names, marks or images associated with, any goods or services it lists.
6.1 General. Location features operate on the basis of mutual visibility described in this Clause. The processing of Location Data is governed by the Privacy Policy.
6.2 Providers who move. A Provider who wishes to be shown Requests by reference to its current position rather than a store (for example a delivery person, a mobile vendor or a Provider who carries persons or goods) shall enable location sharing for that purpose, whereupon:
(a) the Operator's servers shall use the Provider's current Location Data only to determine whether it lies within the distance selected by the Customer for each Request;
(b) the Provider's position shall not be displayed to Customers before an order is agreed, and shall be visible to the participants of an order only in accordance with Clause 6.3;
(c) upon the Provider going offline, its last known position may be used for not more than two (2) hours to display nearby Requests, following which Requests shall be displayed by reference to any base location recorded in its profile; and
(d) the Provider may disable location sharing at any time, whereupon it shall cease to receive new Requests, subject to Clause 6.3 in respect of any order in progress.
6.3 Location during orders.
(a) Every order records the point of delivery, collection, pick-up or meeting agreed between the parties.
(b) Where an order requires a party to go to, or to accompany, the other party, including a delivery, a collection, a visit to the Customer and the carriage of a person or goods (a "Tracked Order"), location sharing is a condition of that order. Each participant shall keep location sharing enabled from the time a party sets out until the completion or cancellation of the order. The participants shall see one another's Location Data and whether the other is viewing it. If a participant disables location sharing, revokes the location permission, or the participant's device ceases to report its location for more than five (5) minutes, the Operator shall notify the participants and may suspend or cancel the order. The Frilok Parties shall not be liable for any loss arising from an order suspended or cancelled under this Clause. A User who does not wish to share Location Data shall not commence or accept a Tracked Order.
(c) The route selected for a Tracked Order, and the route actually followed, are recorded with the order for the purposes of its performance, the safety of the participants and the resolution of any dispute, and are retained as provided in the Privacy Policy.
6.4 Personal location sharing. Outside Transactions:
(a) a User may share its Location Data only with another User with whom it has a mutual contact relationship on the Platform;
(b) sharing commences as an invitation, which the recipient may accept only by sharing its own Location Data with the inviting User; an invitation not accepted within one (1) hour shall lapse;
(c) Location Data shall be visible to each of them only while both continue to share, and the cessation of sharing by either User shall terminate sharing for both;
(d) the sharing User shall select a duration of fifteen (15) minutes, one (1) hour, eight (8) hours or until stopped, may extend a timed share, and may stop sharing with any or all Users at any time;
(e) a User may share with not more than ten (10) Users at any one time;
(f) sharing continues while the App is in the background only if the User has enabled that option, in which case the device displays a persistent indication; and
(g) the sharing User is shown, in respect of each recipient, whether the recipient is viewing or following its location; such information is not retained after the share ends.
6.5 Location Groups. Members of a Location Group share Location Data with one another while they remain members. Leaving the Location Group, or its expiry, terminates such sharing.
6.6 Private Requests. A Customer may publish a Request without displaying it on the map, in which case it is notified only to Providers within the distance selected by the Customer and is not displayed on any map.
6.7 Misuse. A User shall not use any location feature to track, monitor or stalk any person without that person's knowledge and consent, or to coerce any person into sharing Location Data. Any such use is a material breach of these Terms and may be reported to law enforcement authorities.
6.8 Sharing places, routes and areas. A User may share with other Users a place, point, route or area, whether saved by the User or drawn on the map. Once shared, it may be viewed by its recipients and may be shared further by them. The sharing User is responsible for what it shares and shall not share the location of any other person, or of any private place, without the consent of that person or of the occupier of that place.
7.1 NO ACCESS TO EMERGENCY SERVICES. THE PLATFORM IS NOT A TELECOMMUNICATION SERVICE AND CANNOT BE USED TO CONTACT EMERGENCY SERVICES (INCLUDING 112, 100, 101, 102, 108, 911 OR 999). YOU SHALL MAINTAIN ALTERNATIVE MEANS OF CONTACTING EMERGENCY SERVICES.
7.2 Voice and video calls depend on internet connectivity and the availability of the Platform and may be interrupted or unavailable.
7.3 A User shall not use calls for automated or bulk calling, telemarketing, unsolicited commercial communications, spoofing or concealment of identity, harassment, stalking or threats, or to evade a block imposed by another User.
7.4 The Operator does not record calls. A User shall not intercept, record, publish or disclose any call without the prior consent of all participants, and shall comply with all Applicable Law concerning the recording of communications.
7.5 Calls between the parties to a Transaction are provided to facilitate that Transaction and shall not be used for unrelated or unwanted contact after its completion.
8.1 In accordance with Rule 3(1)(b) of the IT Rules, you shall not host, display, upload, modify, publish, transmit, store, update or share any information that:
(a) belongs to another person and to which you do not have any right;
(b) is obscene, pornographic, paedophilic, invasive of another's privacy (including bodily privacy), insulting or harassing on the basis of gender, racially or ethnically objectionable, relating to or encouraging money laundering or gambling, or promoting enmity between different groups on the grounds of religion or caste with the intent to incite violence;
(c) is harmful to children;
(d) infringes any patent, trademark, copyright or other proprietary right;
(e) deceives or misleads the addressee about the origin of the message, or knowingly and intentionally communicates any misinformation or information that is patently false, untrue or misleading in nature;
(f) impersonates another person;
(g) threatens the unity, integrity, defence, security or sovereignty of India, friendly relations with foreign States or public order, causes incitement to the commission of any cognisable offence, prevents the investigation of any offence, or is insulting to other nations;
(h) contains a software virus or any other computer code, file or program designed to interrupt, destroy or limit the functionality of any computer resource;
(i) is an online game that is not verified as a permissible online game, or is an advertisement or surrogate advertisement of such an online game; or
(j) violates any law for the time being in force.
8.2 You shall not:
(a) send unsolicited commercial communications or use automated means to access or use the Platform;
(b) offer, advertise or deal in any goods or services that are illegal or restricted under Applicable Law;
(c) scrape, copy, decompile, reverse-engineer or interfere with the Platform or its security, save to the extent expressly permitted by Applicable Law;
(d) falsify Location Data or publish fraudulent Listings or Requests;
(e) engage in payment fraud or abusive chargebacks; or
(f) create multiple Accounts to evade any restriction, suspension or termination.
8.3 Compliance with law. Every User, whether acting as a Customer, a Provider or otherwise, shall be solely responsible for ensuring that its use of the Platform, its Content and every Transaction to which it is a party comply with all Applicable Law, including laws relating to consumer protection, food safety, legal metrology, taxation, licensing and registration, motor vehicles and transport, and the sale, purchase, possession and use of goods and services. Without limitation, a Customer shall not purchase any goods or services which it is not lawfully entitled to purchase or receive. The Operator does not undertake any such compliance on behalf of any User and shall not be responsible for any failure of a User to comply.
8.4 Non-compliance with this Clause 8 entitles the Operator to remove or disable access to the relevant Content and to suspend or terminate the Account under Clause 15, without prejudice to any other right or remedy.
9.1 Each sale is a contract between the Seller and the Customer. The Seller is solely responsible for its goods and services, including their legality, safety and quality; the accuracy of descriptions, images, prices (including the maximum retail price where applicable), taxes and charges; availability; delivery; and returns, refunds, cancellations and warranties.
9.2 The Seller shall obtain and maintain all licences, registrations and approvals required for its business under Applicable Law, including registration or licensing under the Food Safety and Standards Act, 2006 where it deals in food, registration under goods and services tax law where applicable, and applicable trade or shop-and-establishment licences, and shall comply with the Legal Metrology Act, 2009 and the rules made thereunder.
9.3 The Seller shall display on its store its legal name, geographic address, contact details, goods and services tax identification number where applicable, and its return, refund, exchange, warranty, delivery and grievance-redressal policies, and shall otherwise comply with the obligations of sellers under the Consumer Protection (E-Commerce) Rules, 2020.
9.4 The Seller shall acknowledge and resolve complaints from Customers within the periods prescribed by Applicable Law.
9.5 The Seller shall not list any goods or services the sale of which is prohibited or restricted under Applicable Law, including any drug or medicine within the meaning of the Drugs and Cosmetics Act, 1940 (whether or not sold on prescription), alcohol, tobacco products for sale to minors, arms and ammunition, explosives, wildlife products, and counterfeit or stolen goods, or any goods or services requiring a licence which the Seller does not hold.
9.6 The Seller is solely responsible for its taxes, invoices and statutory records.
9.7 The Operator may remove any Listing or store, or restrict any Seller, that contravenes these Terms or Applicable Law, in accordance with Clause 15.
9.8 Shop Rules. The Seller shall decide, in respect of its own store, whether its prices are open to Counter-offers, whether it accepts part payment, and whether it allows Credit; each is disabled unless the Seller enables it. The Platform shall apply the Shop Rules in force when an order is made to that order, and a change of Shop Rules shall apply only to orders made thereafter. The Shop Rules are the Seller's own terms of sale, offered by the Seller to its Customers; the Operator does not set, recommend or guarantee them.
9.9 Store Page. The Store Page and everything published on it, including any promotion, discount or offer, is Content provided by the Seller, published on its own responsibility. The Seller shall keep the Store Page true, complete and current, including the particulars required by Clause 9.3, and shall honour every promotion it publishes on the terms so published. The Operator does not author, review, approve or endorse any Store Page or promotion, and may remove or disable access to any part of a Store Page that contravenes these Terms or Applicable Law, in accordance with Clause 15.
9.10 Handover and cancellation. The manner and time of handover of goods or performance of a service, the consequences of a Customer being unavailable to receive them, the cancellation or variation of an order, and the consequences of a price displayed in error, shall be as agreed between the Seller and the Customer, subject to the Seller's published terms and Applicable Law. The Platform records the steps marked by each party (including acceptance, readiness, handover, receipt and cancellation) in the Order Record and displays them to both; such entries are statements of the party who made them. The Operator shall not cancel, vary or complete any order on behalf of a party, save where it suspends or restricts a User under Clause 15.
9.11 Personal Data of Customers. A Seller shall use the Personal Data of a Customer made available to it through the Platform (including name, contact particulars, delivery or pick-up point and the Order Record) solely for the purpose of fulfilling the order concerned, keeping records required by Applicable Law and resolving any complaint relating to it; shall not disclose it to any other person save as required by Applicable Law; shall not retain it for longer than those purposes require; and shall be solely responsible under Applicable Law for any misuse of it.
9.12 Promotional messages to Customers. Where the Platform enables a Customer to follow a store, the Seller may send promotional messages through the Platform to Customers who have chosen to follow its store, and to no other User. A Customer may stop following a store at any time, whereupon no further promotional messages shall be sent to that Customer. A Seller shall not otherwise use the Platform, or Personal Data obtained through it, to send promotional or other unsolicited commercial communications.
10.1 This Clause 10 applies to a Provider who carries persons or goods. Each such order is a contract between the Provider and the Customer. The Provider decides whether to accept a Request and agrees the price with the Customer.
10.2 The Provider shall hold and maintain a valid driving licence for the relevant class of vehicle, a valid certificate of registration, every permit required by Applicable Law for the carriage of passengers or goods, a valid policy of insurance (including third-party insurance under the Motor Vehicles Act, 1988), and a certificate of fitness where required, and shall produce them upon request.
10.3 The Provider shall comply with all traffic and road-safety laws, shall not drive under the influence of alcohol or drugs, shall not carry more persons or goods than permitted, and shall not carry prohibited goods.
10.4 Clause 6 applies to the Location Data of such Providers.
10.5 The Provider is solely responsible for any taxes on its earnings.
11.1 The Operator may charge fees for certain features, including activation passes enabling store visibility, catalogue publication and access to Requests in the User's category, on the same terms for every category. Applicable fees shall be displayed in the App before purchase.
11.2 Fees are non-refundable once the feature purchased has been activated, save as required by Applicable Law.
11.3 The Operator does not process, receive or hold payments between Users. Payments between Users are made directly through third-party payment services or in cash, and the Frilok Parties shall have no liability in respect of any failure, reversal or dispute concerning such payments.
11.4 Each User is responsible for the taxes applicable to its own Transactions and income.
11.5 The Operator may revise its fees prospectively by notice in the App.
11.6 Order Records. The Platform enables the Customer and the Seller of an order to keep a common Order Record, comprising the terms agreed, the steps marked by each of them, each payment which the Customer states it has made or the Seller states it has received, and any amount which remains unpaid. The Order Record is kept for the convenience of the two parties, is displayed to both of them, and may be communicated to them as messages in the conversation relating to the order. A Seller may decline to confirm a payment recorded by the Customer, and the Order Record shall then show that payment as unconfirmed.
11.7 Credit and part payment. Where a Seller allows Credit or part payment, any amount outstanding is owed by the Customer to the Seller alone. The Operator does not lend money, extend or arrange credit, collect, recover or guarantee any amount, charge interest or any fee in respect of it, assess the creditworthiness of any User, or furnish information concerning any User to a credit information company. Whether, when and how the Customer pays, and any action that the Seller may take upon non-payment, are matters solely between the Customer and the Seller.
11.8 No responsibility for non-payment. The Frilok Parties shall not be responsible for any non-payment, delayed payment or short payment, for any disagreement concerning a payment, or for the accuracy of any entry made by a User in an Order Record. An entry in an Order Record is a statement of the User who made it and not a receipt, acknowledgement or certificate issued by the Operator. Any disagreement concerning a payment may be raised through the problem report for that order; the role of the Operator in that event is limited to that described in Clause 21.1.
12.1 User Content. You retain ownership of the Content you provide. You grant to the Operator and HWF a non-exclusive, worldwide, royalty-free licence, sub-licensable to their service providers, to host, store, reproduce, display, transmit and distribute your Content to the extent necessary to operate, secure and improve the Platform, for so long as the Content remains on the Platform and thereafter to the extent required by Applicable Law.
12.2 Place photographs. Photographs uploaded to a
public place record are licensed by you to HWF, the Operators and the
public under the Creative Commons Attribution 4.0 International licence
(CC BY 4.0). You warrant that you are the author of each such photograph
or are otherwise entitled to grant that licence. Embedded device and
location metadata is removed before upload. Photographs depicting
payment cards, identity documents, intimate or defamatory material, or
identifiable individuals in private places without their consent are
prohibited and shall be removed. Requests for removal may be sent to
legal@frilok.com.
12.3 Reviews. Reviews and ratings shall be genuine and relate to an actual Transaction. Fake, paid, incentivised or retaliatory reviews, and reviews by a User of its own business, are prohibited and may be removed.
12.4 Licence to use the App. Subject to your compliance with these Terms, HWF grants you a limited, non-exclusive, non-transferable, non-sublicensable and revocable licence to install and use the App on devices that you own or control, solely for your personal use or for the internal purposes of your business, in accordance with these Terms and the rules of the relevant App Store.
12.5 Restrictions. You shall not copy, modify, adapt, translate, sell, rent, lease, distribute, reverse-engineer, decompile or disassemble the App or the Platform, or create derivative works from them, save to the extent that such restriction is prohibited by Applicable Law or permitted by an applicable open-source licence.
12.6 Ownership. All rights, title and interest in the Platform, the App and the Frilok name, logos and trademarks vest in HWF or its licensors. No right is granted other than as expressly set out in these Terms.
12.7 Feedback. Any suggestion or feedback you provide may be used by HWF and the Operator without restriction or obligation to you.
12.8 Third-party components. The App incorporates open-source software, each component of which is provided under its own licence and "as is", without warranty from, or liability on the part of, its authors and contributors.
13.1 Routing, geocoding and place-search functions are operated on infrastructure controlled by the Operator. Map display is rendered on the User's device using the MapLibre open-source library; map tiles are provided by OpenFreeMap and satellite imagery by Esri, whose servers receive the technical requests described in the Privacy Policy.
13.2 Map data is © OpenStreetMap contributors and licensed under the Open Database Licence (ODbL); place data is sourced from the Overture Maps Foundation under its applicable open data licences; satellite imagery is © Esri and its data providers.
13.3 Routes, travel times and other estimates are provided for information only and may not reflect actual road, traffic or weather conditions. Users shall at all times comply with traffic laws and road signs and exercise their own judgment.
13.4 Third-party services accessed through the Platform are governed by the terms of their respective providers, for which the Frilok Parties are not responsible.
13.5 Links to websites outside the Platform, telephone numbers published by Users, and Content which a User chooses to share to another application through the device's share function, open in or pass to services not controlled by the Operator. The Operator does not endorse, and is not responsible for the content, terms or privacy practices of, any such service, and a User who uses it does so at its own discretion and risk.
14.1 The Operator shall comply with the Applicable Law of each Designated Territory, including, in India, the Information Technology Act, 2000 and the IT Rules.
14.2 Where required by Applicable Law, or pursuant to a lawful order, direction or request of a court, tribunal, government agency, law-enforcement agency or other competent authority, the Operator may disclose information relating to you and your Account, including identity and contact details, account and device information, transaction records and, to the extent held, Content and Location Data, without your consent.
14.3 The Operator shall not be obliged to notify you of any such request and shall not do so where prohibited by Applicable Law or by the requesting authority.
14.4 The Operator may preserve information relating to an Account where so required by a competent authority, or where it reasonably considers preservation necessary for the investigation of an offence, notwithstanding any request for deletion, for such period as Applicable Law or the relevant order requires.
14.5 The Operator may disclose information to a competent authority where it believes in good faith that disclosure is necessary to prevent death or serious bodily harm to any person.
14.6 You agree that any disclosure made in good faith under this Clause 14 shall not constitute a breach of these Terms or the Privacy Policy and shall not give rise to any liability of the Frilok Parties to you. Nothing in this Clause shall affect any right available to you under Applicable Law to challenge a demand made by an authority.
15.1 Refusal. The Operator may refuse to register an Account, a Username, a store or a Provider profile where:
(a) the applicant does not satisfy Clause 2.2, or any information or document provided is false, incomplete or cannot be verified;
(b) the proposed Username or business name infringes the rights of any person, impersonates any person or contravenes Clause 4.3;
(c) the applicant, or any person acting on its behalf, has previously been suspended or terminated under this Clause; or
(d) registration is prohibited by Applicable Law or by a court or competent authority, or would in the Operator's reasonable opinion expose any Frilok Party or other Users to legal, safety or fraud risk.
15.2 Suspension and termination. The Operator may restrict any feature, suspend or terminate an Account, and remove or disable access to any Content, where:
(a) the User breaches these Terms, any policy published on the Platform or Applicable Law;
(b) the Operator receives an order of a court or a lawful direction of a competent authority, or is otherwise required to do so by Applicable Law;
(c) the Operator reasonably suspects fraud, abuse, harassment, stalking, unsolicited communications, fake Listings or reviews, or any risk to the safety of other Users;
(d) the Account has been inactive for more than twelve (12) consecutive months; or
(e) the Operator ceases to offer the Platform in the relevant Designated Territory or at all.
15.3 Procedure. Save where prohibited by Applicable Law or where immediate action is necessary by reason of a legal order, a risk to safety or suspected fraud, the Operator shall inform the User of the reasons for any action under Clause 15.2 and, where appropriate, afford the User an opportunity to respond before taking such action. A User whose Account has been terminated shall not register a new Account without the Operator's prior written consent.
15.4 Review and finality. A User may request a review of any action under this Clause 15 by written representation to the Grievance Officer within thirty (30) days of being informed of it. The decision of the Operator upon such review shall be final and binding for the purposes of the Platform, without prejudice to any right or remedy available to the User under Applicable Law before any court, tribunal or authority.
15.5 Effect. Upon termination, the User's right to access the Platform shall cease; fees already consumed shall not be refunded save as required by Applicable Law; Clauses 12, 14 and 17 to 24 shall survive; and data shall be dealt with in accordance with the Privacy Policy.
16.1 A User may request deletion of its Account at
any time through the App (Me → Privacy & Safety → Delete account) or
by written request to privacy@frilok.com. Upon such
request, the Operator shall deactivate the User's profile and prevent
new activity forthwith.
16.2 Where the User is a party to a Transaction in progress or to an unresolved dispute, the Operator shall complete the deletion upon completion or cancellation of the Transaction, subject to a maximum of thirty (30) days, or upon resolution of the dispute, as the case may be. During that period the User shall not enter into new Transactions and may withdraw the deletion request.
16.3 Following deletion, the Operator shall retain only such records as it is required to retain under Applicable Law, including transaction, payment and dispute records and records preserved under Clause 14.4, for the periods so required and solely for those purposes, in accordance with the Privacy Policy.
17.1 THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE FRILOK PARTIES DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY AND UNINTERRUPTED OR ERROR-FREE OPERATION.
17.2 Pre-release and testing versions of the App may contain defects, and features may be modified or withdrawn without notice.
17.3 The Frilok Parties make no representation or warranty concerning any User, Listing, Content or Transaction, including the quality, safety, legality or delivery of any goods or services, or the conduct of any User.
17.4 No liability for Transactions. Subject only to Clause 18.5, the Frilok Parties shall have no liability whatsoever for:
(a) the quality, quantity, description, safety, legality, fitness for purpose, freshness or condition of any goods or services, or their authenticity, genuineness, brand or origin, including any goods that are counterfeit, fake, imitation, spurious, adulterated, misbranded, expired, stolen or otherwise not as described;
(b) any delay in, or failure of, the acceptance, preparation, dispatch, handover, delivery, performance or completion of any order or trip;
(c) any non-payment, delayed payment, short payment or default by any User, including in respect of Credit or part payment; or
(d) any act or omission of any User, whether a Customer or a Provider,
all of which are matters solely between the Users concerned.
18.1 Basis. The Platform is provided to facilitate communication and the arrangement of Transactions between independent Users. The Frilok Parties do not control Users, their goods and services, or numerous events affecting the Platform, and the limitations in this Clause 18 reflect that allocation of responsibility.
18.2 Excluded losses. To the maximum extent permitted by Applicable Law, the Frilok Parties shall not be liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:
(a) indirect, incidental, special, consequential, exemplary or punitive loss or damage;
(b) loss of profits, revenue, business, goodwill or anticipated savings;
(c) loss arising out of or in connection with any Transaction, including personal injury, death, road accident or damage to property caused by any User, goods or vehicle, and any non-payment or delayed payment of an amount owed by one User to another; or
(d) loss of or damage to data, save as provided in Clause 18.3.
18.3 Data. The Platform is not a data storage or backup service. The Frilok Parties shall not be liable for the loss, corruption or unavailability of any messages, media, Listings, call records or other data resulting from:
(a) any event described in Clause 24.1;
(b) the deletion, suspension or termination of an Account;
(c) the uninstallation of the App, the clearing of App data, or the loss, reset or replacement of a device;
(d) the application of the retention periods described in the Privacy Policy; or
(e) maintenance, upgrade or migration of the Platform.
Users are responsible for retaining copies of any data important to them. Nothing in this Clause 18.3 limits the Operator's obligation under Applicable Law to protect Personal Data by reasonable security safeguards.
18.4 Cap. Subject to Clause 18.5, the aggregate liability of the Frilok Parties arising out of or in connection with these Terms or the Platform shall not exceed the greater of (a) the total fees paid by you to the Operator in the twelve (12) months immediately preceding the event giving rise to the claim, and (b) one thousand Indian Rupees (INR 1,000).
18.5 Non-excludable liability. Nothing in these Terms shall exclude or limit any liability that cannot be excluded or limited under Applicable Law, including liability for fraud, or for death or personal injury caused by the negligence of a Frilok Party, or any non-excludable right of a consumer.
19.1 Every User, whether acting as a Customer, a Provider or otherwise, shall defend, indemnify and hold harmless each of the Frilok Parties from and against all claims, demands, actions, proceedings (including proceedings by any other User or by any governmental, regulatory or law-enforcement authority), losses, damages, fines, penalties, liabilities, costs and expenses (including reasonable legal fees) arising out of or in connection with:
(a) your access to or use of the Platform;
(b) any Transaction to which you are a party;
(c) any Content provided by you;
(d) your breach of these Terms or of any Applicable Law, including laws relating to taxation, licensing, food safety, transport and consumer protection;
(e) your infringement of any right of any third party, including intellectual property, privacy and publicity rights;
(f) any dispute between you and another User;
(g) any goods or services supplied, purchased, received or used by you, including their quality, safety, legality and authenticity (including any claim that they are counterfeit, fake, spurious or infringe the rights of any person), and any delay or default in their supply or payment; or
(h) any document or information furnished by you which is false, forged, altered or misleading.
19.2 The Operator may, at your cost, assume the exclusive defence and control of any matter subject to indemnification under this Clause, in which event you shall cooperate fully.
19.3 This Clause 19 shall survive the termination of these Terms and the deletion of your Account.
20.1 These Terms are concluded between you and the Operator only, and not with Google LLC, Apple Inc. or any other App Store operator (each, an "App Store Operator"). The Operator, and not any App Store Operator, is solely responsible for the App and its content, maintenance and support, any warranty not effectively disclaimed, and any claim relating to the App, including product liability claims, claims that the App fails to conform to any legal or regulatory requirement, claims under consumer protection or privacy legislation, and claims of intellectual property infringement.
20.2 No App Store Operator has any obligation to furnish maintenance or support services for the App. In the event of any failure of the App to conform to an applicable warranty, you may notify Apple, and Apple may refund the purchase price (if any) paid for the App; to the maximum extent permitted by Applicable Law, Apple shall have no other warranty obligation.
20.3 You represent that you are not located in a country subject to a comprehensive embargo imposed by the Government of India, the United States or the United Nations, and are not listed on any government list of prohibited or restricted parties.
20.4 You shall comply with the terms of the App Store from which you obtained the App.
20.5 Apple Inc. and its subsidiaries are third-party beneficiaries of these Terms in respect of the iOS version of the App and, upon your acceptance of these Terms, shall have the right to enforce them against you as a third-party beneficiary.
21.1 Disputes between Users. Any dispute arising out of or in connection with a Transaction, or otherwise between two or more Users, including any dispute concerning the goods or services supplied, their price, quality, authenticity, handover or delivery, any payment or amount outstanding, or the conduct of either party, is a matter solely between the Users concerned. The Frilok Parties are not parties to any such dispute, shall not adjudicate it, and shall bear no liability in respect of it. The Operator may, upon a lawful request, furnish records relating to the Transaction that it continues to hold.
21.1A No joinder of the Frilok Parties. Each User agrees not to make, join or implead any Frilok Party as a party to any claim, complaint or proceeding arising out of a dispute described in Clause 21.1, save where a Frilok Party is alleged to be liable under Clause 18.5. Where any Frilok Party is nevertheless made a party to, or is required to participate in, any such claim, complaint or proceeding, the User or Users concerned shall indemnify the Frilok Parties in accordance with Clause 19, including in respect of all costs, legal fees and any sum payable by a Frilok Party.
21.2 Disputes with the Operator. This Clause 21 applies to disputes between a User and the Operator or HWF concerning:
(a) fees and refunds for features of the Platform (Clause 11);
(b) the refusal, suspension or termination of an Account, or the removal of Content or Listings (Clause 15);
(c) disputes concerning Usernames, store names or place claims (Clauses 4 and 5);
(d) the processing of Personal Data;
(e) any claim that a Frilok Party is liable notwithstanding Clause 18; and
(f) claims by the Operator or HWF against a User, including under Clause 19, for unpaid fees, fraud, misuse of the Platform or infringement of intellectual property.
21.3 Procedure. A party raising a dispute under Clause 21.2 shall first refer it to the Grievance Officer. If the dispute is not resolved through that process, the parties shall endeavour in good faith to settle it by negotiation for a period of thirty (30) days. Failing settlement, the dispute shall be referred to the forum specified in the applicable Schedule.
21.4 Consumer rights. Nothing in this Clause 21 shall deprive a consumer of any right to approach a consumer commission or other forum under Applicable Law.
22.1 These Terms shall be governed by the law specified in the Schedule applicable to the Designated Territory in which the User is ordinarily resident, together with any mandatory consumer protection law of that Designated Territory.
22.2 The Platform is offered only in the following Designated Territory: India (Schedule A). The App is published only in the App Stores of the Designated Territories. Schedules B, C and D shall apply only upon the Platform being offered in the territories to which they relate. Before the Platform is offered in any other country or territory, the Operator shall add or complete the Schedule for it, specifying the Operator, governing law, fees, currency, taxes and any rights and obligations particular to that country or territory, and shall notify Users in accordance with Clause 23.
22.3 The Platform is not offered, marketed or directed to persons outside the Designated Territories. A person who accesses the Platform from outside a Designated Territory does so on its own initiative and is responsible for compliance with local law; these Terms shall in that case be governed by the laws of India, and the Operator may restrict or terminate such access. Nothing in this Clause shall exclude any protection conferred on such person by mandatory law.
23.1 The Operator may amend these Terms from time to time. Amended Terms shall bear a revised version number and effective date. Material amendments shall be notified to Users before they take effect, through the App, by notification to the User's device, by e-mail or by SMS, and continued use of the Platform after that date constitutes acceptance of the amended Terms.
23.2 In accordance with Rule 3(1)(c) of the IT Rules, the Operator shall inform Users, at least once every year, of its rules and regulations, Privacy Policy and user agreement, and that non-compliance may result in the suspension or termination of access to the Platform or the removal of non-compliant information.
24.1 Force majeure. The Frilok Parties shall not be liable for any failure or delay in performance caused by events beyond their reasonable control, including acts of God, natural disasters, epidemics, war, terrorism, civil disturbance, strikes, failure of power or telecommunication networks, failure of hosting or other third-party services, cyber-attacks notwithstanding reasonable safeguards, and acts or orders of any government or authority.
24.2 Assignment. The Operator may assign or novate its rights and obligations under these Terms, including the operation of the Platform in any Designated Territory, to HWF, to any company or other entity formed or appointed by HWF (including a private limited company or a licensed local operator), or to a successor in business, upon notice to Users. You may not assign or transfer your Account or any right or obligation under these Terms.
24.3 Relationship. Nothing in these Terms creates any partnership, joint venture, agency or employment relationship between you and any Frilok Party.
24.4 Severability. If any provision of these Terms is held invalid or unenforceable, it shall be enforced to the maximum extent permissible, and the remaining provisions shall continue in full force and effect.
24.5 Waiver. No failure or delay in exercising any right shall operate as a waiver of it.
24.6 Entire agreement. These Terms, the Privacy Policy and any feature-specific terms notified in the App constitute the entire agreement between you and the Operator concerning the Platform and supersede all prior understandings.
24.7 Communications. You consent to receive communications relating to your Account, security, Transactions and amendments to these Terms through the App, by e-mail or by SMS. Promotional communications shall be sent only in accordance with your preferences and may be discontinued at any time.
24.8 Notices. Notices to you shall be given through the App or to the e-mail address or telephone number registered with your Account. Notices to the Operator shall be given to the addresses specified in Clause 25.
24.9 Third-party rights. Save as provided in Clause 20.5 and in respect of the Frilok Parties under Clauses 17 to 19, no person who is not a party to these Terms shall have any right to enforce them.
25.1 Complaints concerning the Platform, any Content or the processing of Personal Data may be submitted to the Grievance Officer through the App (Me → Privacy & Safety) or by e-mail, stating the User's Username and particulars of the complaint.
25.2 The name, designation and contact details of the Grievance Officer, and the periods within which complaints shall be acknowledged and resolved, are specified in the applicable Schedule.
25.3 General correspondence:
legal@frilok.com. Privacy requests:
privacy@frilok.com. Grievances:
grievance@frilok.com.
A.1 Operator. High Way Fresh, a sole proprietorship
concern having its principal place of business at [full registered
address], Sonapur, Assam, India. Customer care:
grievance@frilok.com.
A.2 Applicable legislation. Without limitation: the Information Technology Act, 2000 and the IT Rules; the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020; the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025 (in force in phases between November 2025 and May 2027); and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, for so long as they remain in force.
A.3 Grievance Officer. [Name], [Designation], High
Way Fresh, [full postal address], Sonapur, Assam, India. E-mail:
grievance@frilok.com. The Grievance Officer shall:
(a) acknowledge a complaint under the IT Rules within twenty-four (24) hours and resolve it within fifteen (15) days of its receipt;
(b) acknowledge a consumer complaint under the Consumer Protection (E-Commerce) Rules, 2020 within forty-eight (48) hours and resolve it within one (1) month of its receipt; and
(c) respond to a request relating to Personal Data within the period prescribed under the Digital Personal Data Protection Rules, 2025, being not more than ninety (90) days.
A.4 Appeal. A User aggrieved by a decision of the Grievance Officer under the IT Rules may appeal to the Grievance Appellate Committee constituted under Rule 3A of the IT Rules within thirty (30) days of receipt of that decision.
A.5 Governing law. The laws of India.
A.6 Jurisdiction. Subject to Clause 21 and paragraph A.7, the courts at Guwahati, Assam shall have exclusive jurisdiction. A consumer may also approach the consumer commissions constituted under the Consumer Protection Act, 2019.
A.7 Arbitration of disputes with Business Users. Any dispute between the Operator and a Business User arising out of or in connection with the Business User's use of the Platform shall, after the procedure in Clause 21.3, be finally resolved by arbitration under the Arbitration and Conciliation Act, 1996 by a sole arbitrator appointed by mutual agreement of the parties or, failing such agreement, in accordance with that Act. The seat and venue of arbitration shall be Guwahati, Assam, and the language of the proceedings shall be English.
(Applicable only upon the Platform being offered in the EU/EEA.)
B.1 Operator and governing law. As specified upon the Platform being offered in the EU/EEA, together with the mandatory consumer protection law of the Member State in which the User is habitually resident, including the law implementing Directive (EU) 2019/770 on contracts for the supply of digital content and digital services.
B.2 Digital Services Act. In compliance with Regulation (EU) 2022/2065:
(a) the single point of contact for Users and authorities is
legal@frilok.com, in English;
(b) any person may notify Content considered to be illegal through the App or by e-mail; the notifier shall receive confirmation of receipt and notice of the decision taken;
(c) a User affected by the removal of Content or the restriction, suspension or termination of an Account shall receive a statement of reasons, including the facts relied upon, the legal or contractual ground, and the means of redress;
(d) such decisions may be challenged free of charge through the internal complaint-handling system for six (6) months, and complaints shall be decided under the supervision of appropriately qualified staff and not solely by automated means; and
(e) the User may refer the dispute to a certified out-of-court dispute settlement body under Article 21 of that Regulation, or to a court.
B.3 Consumer disputes. The European Commission's Online Dispute Resolution platform ceased operation on 20 July 2025. Consumers may bring proceedings in the courts of their Member State of residence or refer disputes to an alternative dispute resolution body in that Member State.
(Applicable only upon the Platform being offered in the United Kingdom.)
C.1 Governing law. The law of England and Wales, together with the mandatory consumer protection law of the part of the United Kingdom in which the User is resident, including the Consumer Rights Act 2015.
C.2 Jurisdiction. The courts of England and Wales; a User resident in Scotland or Northern Ireland may also bring proceedings in the courts of that jurisdiction.
C.3 Reporting. Illegal or harmful Content may be
reported through the App or to legal@frilok.com. The User
shall be informed of the decision taken and the means of appeal.
(Applicable only upon the Platform being offered in the United States.)
D.1 Copyright agent. Notices under 17 U.S.C. § 512
shall be sent to legal@frilok.com.
D.2 Arbitration and class action waiver. Any dispute shall be resolved by binding individual arbitration administered by the American Arbitration Association under its applicable rules. YOU WAIVE ANY RIGHT TO PARTICIPATE IN A CLASS OR REPRESENTATIVE ACTION.
Legal correspondence: legal@frilok.com.