These terms govern your use of the YENTTO Customer app and yentto.com as a shopper. Please read them with our Privacy Policy.
1.Acceptance
By creating an account or using the YENTTO Customer app, you agree to these Customer Terms, our Privacy Policy, Cancellation & Refund Policy, and Content & Acceptable-Use Policy. If you do not agree, please do not use YENTTO.
2.Who can use YENTTO
You must be 18 or older and able to enter a binding contract. You agree to provide accurate information and to use YENTTO only for lawful, personal shopping.
3.Your account & OTP login
You sign in with your mobile number and a one-time password (OTP). Keep access to your number and device secure — activity through your verified number is treated as yours. Tell us promptly at support@yentto.com if you suspect unauthorised use.
4.What YENTTO is (and is not)
YENTTO is a multi-category marketplace. The shops on YENTTO are independent sellers. The contract for any item you buy is between you and that seller. YENTTO provides the platform, discovery, payments connection and support, and holds sellers to the commitments they set.
5.Seller information
For each shop, the Customer app shows the seller’s shop name and the details needed to identify and contact them, along with their stated delivery terms — so you know who you are buying from before you order, as required by consumer law.
For packaged goods, each listing shows the declarations required by the Legal Metrology (Packaged Commodities) Rules, 2011 — the name and address of the manufacturer, packer or importer, the country of origin, net quantity, the maximum retail price inclusive of all taxes, consumer-care contact details, and the date of manufacture or packing. Sellers are responsible for the accuracy of these declarations.
So that you and the shop can sort out an order directly, the Customer app gives you a call button and a WhatsApp button for the shop, and the Seller app shows the shop your name and mobile number. Numbers are not masked. Calls and WhatsApp messages between you take place outside YENTTO — we cannot see or store them, so if something matters to a refund or a dispute, raise it in the app as well. See the Privacy Policy for detail.
6.Placing orders
When you place an order, you make an offer to buy from the seller at the listed price. An order is confirmed once the seller accepts and payment is authorised. Sellers are responsible for the accuracy of their listings, stock, and prices. You can cancel an order from the app while the seller has not yet accepted it. Once a seller accepts, only the seller can cancel it, and they may do so only where they genuinely cannot fulfil it — in which case any online payment is refunded to you in full.
We do not offer change-of-mind returns or exchanges. If your order does not arrive, or arrives damaged, wrong or incomplete, report it through the app within 48 hours of delivery and we will resolve it with the seller, including a full refund where the complaint is upheld. Nothing here limits your rights under the Consumer Protection Act, 2019.
7.Prices & payment
Prices are shown in Indian Rupees (₹) and set by the seller. You can pay online through our RBI-authorised, PCI-DSS-compliant payment gateway partner (UPI, cards, wallets, net-banking) or, where the seller offers it, by Cash on Delivery (COD). Payment processing and card security are handled by the payment gateway; YENTTO does not store your full card details.
Any sale or discount price shown is the one the seller has set. We don’t add a commission or a markup to the seller’s prices.
Two charges are added to your order total, separately from the seller’s prices, and both are shown in your order summary before you pay:
- Platform fee. A fee charged by YENTTO on every order for the use of the platform, including Cash on Delivery. It is not a markup on the seller’s prices, and the seller does not earn from it. GST applies to it and is shown alongside it.
- Payment handling fee. Charged only when you pay online. It covers our payment provider’s service charge for processing, verifying and reconciling the payment. YENTTO does not add a margin to it. GST applies and is shown alongside it. During our launch promotion our provider has waived its own charge, though GST still applies — so this fee is at its lowest while the promotion lasts. No payment handling fee applies to Cash on Delivery orders.
See Fees for what each charge is and where the exact amounts are shown.
The amount of each fee may change from time to time. The amounts that apply to your order are the ones displayed in the order summary at the moment you place it, and those are the amounts recorded on your invoice.
Who holds your money
When you pay online, you pay YENTTO, which collects the amount as the seller’s agent. Your payment to YENTTO fully discharges what you owe the seller. YENTTO holds the seller’s share until your order is delivered and then pays it to the seller. Amounts held are not a deposit and earn no interest for you or the seller.
Payment methods, chargebacks and warranty
- You can pay by UPI, card, wallet or net-banking, or by Cash on Delivery where the seller offers it. Online payments are processed by an RBI-authorised payment aggregator holding PCI-DSS certification; YENTTO does not store your full card details.
- If you believe a payment was taken in error, you may raise a chargeback with your card issuer or bank. Please contact us first — we will investigate and refund where the claim is upheld, and a chargeback raised while a refund is already in progress can produce a double reversal we would then have to recover.
- Any warranty or guarantee on goods you buy is given by the seller or the manufacturer, not by YENTTO. Claims under it are made to them, and we will help you reach them.
Tips. Adding a tip for your delivery partner — the seller, or whoever the seller sends to deliver your order — is voluntary. On a completed delivery, 100% of the tip is passed to them. If an order is cancelled before it’s delivered, any tip you added is returned to you in full, together with the rest of your refund as set out in our Cancellation & Refund Policy.
8.Taxes and invoicing
Nothing is added to the seller’s product price itself. The platform fee and the payment handling fee are separate charges on your order, shown in the order summary before you pay. Where GST applies to a product, it is already inside the price shown. GST is charged in addition only on the platform fee and the payment handling fee, and is displayed separately for each.
For prepared food, YENTTO is the supplier for GST purposes under Section 9(5) of the CGST Act, 2017. YENTTO charges and remits the GST on those orders under its own GSTIN and issues that part of your invoice. The shop that prepares your food is identified on the invoice, but is not the tax supplier for it.
For all other goods, the seller is the supplier. The seller charges the GST applicable to the product, and the invoice is issued in the seller’s name in the form their registration requires. Where a seller is not registered for GST, no GST is charged on their goods and the document you receive reflects that.
Where an order contains both prepared food and other goods, your invoice contains both documents.
Cash on Delivery is not available on orders containing prepared food, because YENTTO must collect the GST on those orders through the payment gateway.
9.Delivery — set by the seller
Each seller sets the area it serves (its delivery zone) and the delivery terms shown to you before you order — so you only see shops that can actually reach your address. The delivery promise on screen is the seller’s own commitment, and YENTTO holds sellers to it.
You can also choose in-store pickup where a seller offers it.
10.Cancellations & refunds
YENTTO does not currently offer customer-initiated returns or exchanges. Where an order is cancelled, refunds are handled as set out in our Cancellation & Refund Policy, which forms part of these Terms.
In summary: if a seller cancels an order you paid for online, the entire amount you paid is refunded to you, including the platform fee and the payment handling fee. Where you cancel an order yourself, the platform fee and the payment handling fee (and the GST on them) are not refunded, because the payment has already been processed and the tax on those charges is due to the government regardless.
If an order has not been delivered within 15 days of your payment, we cancel it and refund you in full, including both fees. You do not have to chase it.
11.Reviews & your content
You can review a shop or product you have ordered from — a star rating, and optionally text and up to three photos. Reviews must be honest, based on your real experience, and yours to post. Review text and photos are checked by our moderation team before they are displayed; star-only ratings appear immediately. You grant YENTTO a licence to display and distribute your review content within the service (including to the shop concerned in the Seller app), and we may remove content that breaches our Content & Acceptable-Use Policy.
12.Trust & Safety — your conduct
Trust is YENTTO’s founding pillar, and it applies to customers as well as sellers. We use a graduated, intent- and frequency-based approach:
- Honest, one-off mistakes are fine.
- Repeated breaches of these terms may limit your account.
- Fraud, abuse, or clear intent to deceive or cheat (a seller or YENTTO) leads to removal from the platform.
13.Prohibited use
- Don’t place fraudulent, fake, or abusive orders, or misuse COD.
- Don’t post false, paid or retaliatory reviews, harass sellers or YENTTO staff, or submit unlawful or abusive content.
- Don’t use a shop’s contact details for anything but your own order — no advertising, no bulk or repeated unsolicited messages, no harassment. Misuse can lead to suspension.
- Don’t raise a chargeback for an order you received, or while a refund we have agreed is still being processed.
- Don’t attempt to interfere with, scrape, or compromise the platform.
14.Intellectual property
The YENTTO name, logo, and platform are owned by YENTTO and its licensors. Seller shop names and listings belong to the respective sellers. You may not copy or misuse them.
15.Disclaimers & liability
Sellers are responsible for their products, listings, and fulfilment. YENTTO provides the platform “as is” and works to keep it reliable, but does not warrant that every listing is error-free. To the extent permitted by law, YENTTO’s liability is limited, and YENTTO is not liable for the acts of independent sellers beyond the Trust & Safety commitments described here. Nothing in these terms limits rights you have under the Consumer Protection Act, 2019 and applicable consumer law.
Events outside our control. Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disaster, epidemic, civil unrest, strike, government or regulatory action, failure of banking, payment, telecom or internet infrastructure, or power outage. Delivery, refund and payout timelines are suspended for the duration of such an event.
16.Grievance redressal
If you have a complaint, contact us at grievance@yentto.com or through the in-app help option, and you will receive a ticket reference. In line with Indian law, our Grievance Officer acknowledges every complaint within 48 hours and works to resolve it within one month of receipt. Content- and safety-related reports are actioned promptly (serious or objectionable content within 24 hours).
Grievance Officer: Sekar Subash Krishnan (Director), YENTTO TECHNOLOGIES PRIVATE LIMITED, No. 21/22, Alandur Road, Arulayammanpet 2nd Street, Guindy Industrial Estate, Chennai – 600032, Tamil Nadu, India · grievance@yentto.com · +91 94981 93712.
17.Suspension & termination
We may suspend or close accounts that breach these terms or our Trust & Safety standards, as described above. You may stop using YENTTO and delete your account at any time (see Account & Data Deletion).
18.Changes to these terms
We may update these terms; the current version always lives here. Material changes will be notified in-app. Continued use after an update means you accept it.
19.Governing law & disputes
These terms are governed by the laws of India. Courts at Chennai, India have jurisdiction, subject to any non-waivable consumer rights. We encourage you to use our grievance process first so we can resolve issues quickly.
20.Contact
Questions about these terms? Write to support@yentto.com.